AccountId: 011433970860
ContactId: 936537b8-b7ca-4869-b635-a1576cec5fc2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166339 ms
Total Talk Time (AGENT): 63446 ms
Total Talk Time (CUSTOMER): 62628 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/936537b8-b7ca-4869-b635-a1576cec5fc2_20250210T17:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, hi [PII]. My name is [PII]. I'm calling with Columbus Ambulatory Services, and I would like to check the status of the claim, please.
[AGENT][POSITIVE] All right, [PII], I'm happy to check on a claim for you. What's the patient's policy number?
[CUSTOMER][NEUTRAL] Um, I have 701-205-310.
[AGENT][NEUTRAL] That sounds a little long for one of our policy numbers. Let me try and see what I come up with here.
[CUSTOMER][NEUTRAL] Let me pull up the card here.
[AGENT][NEUTRAL] Yeah, that doesn't come up with anything, [PII], but I can also search by name or social if we have that.
[CUSTOMER][NEUTRAL] Double check.
[CUSTOMER][NEUTRAL] Um, I have, let's see.
[CUSTOMER][NEUTRAL] OK, here's a different, uh, policy number, um, 0, you know this may be the wrong insurance for the state of service, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see, can I give you his um.
[CUSTOMER][NEUTRAL] The number I have and we'll just see if he was even active at that time.
[AGENT][POSITIVE] Yeah, absolutely.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, this is [PII].
[AGENT][NEUTRAL] OK, that does sound more like one of ours. So let's see here.
[AGENT][NEUTRAL] And what is the um patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] All right. So it looks like the effective date for the patient is [PII]. They are still active.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, this claim is actually for August, so that just is probably the incorrect insurance card for that for the state then.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank
[AGENT][NEUTRAL] It was for [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah, I don't show that they had any sort of policy with us at that time. So yeah, you would have to check with them to see if they had anything else.
[CUSTOMER][POSITIVE] OK all right well I appreciate your help. Thank you.
[AGENT][POSITIVE] You're, you're welcome, [PII]. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.